ITSM Analyst
On-siteSydney, New South Wales, Australia
Job Summary
Drive proactive and reactive Problem Management by investigating recurring, high-impact incidents and ensuring preventative actions are followed through. Support Incident Management from prioritization and diagnosis through recovery and closure, while governing Change Management activities to ensure changes are assessed and coordinated according to established practices. Monitor service delivery performance and service levels to identify trends, maintain accurate service information, and drive actions where performance needs attention. Contribute to improving service management practices, processes, and service catalogue information to create simpler, more effective ways of working across Technology.
Required Qualifications
- Hands-on experience across Incident, Problem and Change Management
- Strong problem-solving skills
- Ability to investigate incidents, identify root causes, patterns and recurring issues
- Ability to help drive preventative action
- Experience working within a technology operations, service management, service desk or similarly complex IT environment
- Understanding of service levels and performance monitoring
- Ability to use service data to identify issues and opportunities for improvement
- Experience working with service management processes and service catalogues
- Ability to maintain accurate information
- Ability to help improve the experience for teams and customers
- Strong communication and stakeholder skills
- Ability to bring the right people together
- Ability to keep actions moving
- Ability to translate operational or technical issues into clear service impacts and next steps
- Continuous improvement mindset
- Curiosity about how services operate today
- Motivation to make services more stable, resilient and effective
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